Knowledge Manager: ITIL-Driven Support & Knowledge Strategy

DMI (Digital Management, Inc.); Washington (District of Columbia); On-site; USD 161,031 - 201,289; Full time

Benefits offered by this job

Health insurance

Education programs

401k match

Awards program

Wellness program

Job summary

DMI in Washington, DC seeks a Knowledge Manager to join our IT services team. You will lead knowledge management initiatives, drive process improvements, and ensure alignment with SLAs while supporting our public sector and commercial clients.

The role requires a Bachelor's degree, ITIL certification, Security+ or equivalent, and 8+ years of experience in IT service management. US citizenship may be required for some positions; location is Washington, DC.

Qualifications

• Education: A Bachelor's Degree in a relevant field (such as computer science, information technology, or business administration) is often required.
• Certification: ITIL
• Security+ or equivalent is required
• Experience: 8+ years

Responsibilities

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and correcte
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support, and resolution timeframes
• Drives product supportability
• Coordinates customer service activities with other internal functions
• Maintains customer databases

Skills

Knowledge management

IT service management

Leadership

Education

Bachelor's Degree in computer science, information technology, or business administration

Tools

ITIL

Security+ or equivalent

Job description

DMI in Washington, DC seeks a Knowledge Manager to join our IT services team. You will lead knowledge management initiatives, drive process improvements, and ensure alignment with SLAs while supporting our public sector and commercial clients.

The role requires a Bachelor's degree, ITIL certification, Security+ or equivalent, and 8+ years of experience in IT service management. US citizenship may be required for some positions; location is Washington, DC.